Paper ticket

To obtain an exchange or refund, you must present your tickets together with your receipt coupons. In most cases, you can obtain a refund for unused tickets or partially unused tickets immediately by going to the ticket office nearest you.

If you paid for your tickets by cheque, you must present the cancelled cheque (obtained from your financial institution) that was used to purchase the tickets. If you do not have the cheque, you must complete a request for refund and receive the refund by mail.

Some conditions may apply to exchanges and refunds of rail passes and reduced-fare tickets: there may be service charges, or tickets and passes may not be refundable, etc.

For a refund by mail, return your tickets with the original receipt (photocopies not accepted) to the following address:

Lost or stolen tickets

The moment you notice your tickets have been lost or stolen, call VIA Rail's toll-free number 1 888 VIA Rail (1 888 842-7245) or TTY 1 800 268-9503 (hearing impaired). You may also go to the ticket office nearest you.

If you have an e-boarding pass, simply print out another copy of your e-mail.

Lost tickets can be re-issued with no service charge on the departure date by the station’s agent. If you are departing from an unmanned station, you will be able to board the train without a new ticket. You will have to present a photo ID and the Service Manager will manually validate that you are on the manifest.

Lost receipts can be re-issued by a VIA Rail agent at the ticket counter.